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Based on the hospitality industry you chose in Assignment 1, identify methods, strategies, and tools this industry uses to deliver the “wow” factor and enhance the guest experience. 1. Describe how the industry involves the guest in order to provide quality service. 2. Summarize two (2) service standards the industry uses to meet customer expectations. 3. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable. 4. Recommend at least one (1) way the industry could better provide information to its guests. 5. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other Websites do not quality as academic resources. • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions.
• Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required page length. • Explain the typical service expectations of customers and the behaviors associated with providing these services. • Apply service quality standards used in other industries to the hospitality industry. • Synthesize customer perceptions into service performance standards. • Use technology and information resources to research issues in quality service assurance. • Write clearly and concisely about quality service assurance using proper writing mechanics. • Describe leadership and management practices that can enhance an employee’s service when the employee is fixing a service failure. Provide an example with your answer. • Most service failures can be fixed. Identify a service failure in any type of hospitality organization that may not be able to be fixed. Determine what the organization would do in this situation.
• Identify three methods, techniques, tools, or strategies managers can use to recover from a service failure. • Recall an experience when you were either satisfied or dissatisfied with how an organization handled your complaint due to a service failure. Describe how you would have liked the situation resolved and how it differs from what actually happened at the time. Which statement best describes the typical guest’s response to waiting? Which of the following is NOT one of the four factors which planners should try to provide customers with when choosing a queue type for a given situation? Which of the following is NOT a factor planners must predict to manage lines? Which of the following is NOT true about managing the perception of the wait? According to the text, which line type do guests tend to prefer? At a hotel, long lines pile up at check-in and check-out each day.
What is the best strategy for handling those lines? If time and money permit, which strategy for dealing with large crowds of guests is preferable? Which statement best describes another typical guest’s perception of waits? What do methods and techniques for monitoring and assessing the quality of the service experience being delivered NOT depend on? Which of the following is NOT an advantage of job performance standards? Which evaluation technique is more apt to reveal guests smoking in a no-smoking section? SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories? Which of the following is a major advantage of mystery shoppers? • Assess quality service standards and choose one that may have the most impact on a struggling hospitality organization. Provide an explanation for your choice. • Recall an experience in a hospitality setting where you encountered the very best service and a true reflection of quality customer service. Describe how you would pass this experience on to your friends and family to ensure this establishment gains more business. • Analyze two key drivers that hospitality industries use to differentiate the guest experience and give it some “wow”. Explain how these drivers can enhance the guest experience. • Choosing the right people for the job is an important part of staffing a hospitality organization. Identify five qualities you would want restaurant, hotel, or theme park employees to have. • Take a position on this statement: Hospitality organizations are obligated to provide quality service. Provide a rationale with your response. • Ponder this statement: “It begins – and ends – with the guest.” In your own words, describe what this statement means to you. • Discuss how the service industry may change in the next 10 to 20 years in terms of delivering quality service to its customers. • Propose one service innovation that may enhance the quality of the food service industry in the near future. Provide an explanation with your response.
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